Customer Relationship Specialist
1 tydzień temu
Ingenico Group is a leading provider of payments acceptance solutions. As a trusted technology partner for merchants, banks, acquirers, and fintech customers, our world-class terminals, solutions, and services empower the global ecosystem of payments acceptance.
Key Responsibilities
The Customer Relationship Specialist is responsible for coordinating managed services and customer interactions in line with Group strategy. This role involves close collaboration with the Operation team, Repair and Industrialization team, Repair and customization centers, Sales teams, and Customers.
Main Responsibilities:
- Managing orders, including order acceptance, processing, and completion; setting up order criteria, changes, and cancellations
- Data reporting for invoicing and settlements
- Preparing high-quality reporting data and analysis, including ARR, AFR, and MTBF reporting/analysis
- Working closely with customers, subcontractors, and external parties to ensure quality control according to contractually agreed KPIs and SLAs
- Collaborating with internal teams, including IT Support
- Providing hardware training for customers
- Managing full-cycle claim management
- Offering technical support to the local organization
- Troubleshooting, diagnosis, and resolution of arising issues, including issue escalation where necessary
- Supporting the Customer Portal, TMS, field services, and call center
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